Caledonian Sleeper Flexipass problem

[rameses3]

Hi guys (and gals)

Thought I would join and post on here regarding the Sleeper Flexipass as it may affect other people.

I have a Flexipass which I was hoping to use throughout this year for trips between London and Scotland. Two weeks ago I tried to book some berths with Serco for the beginning of April, as well as other dates, to be told by them that Scotrail would be taking Flexipass bookings as it was their product and they already had the money.

A quick call to Scotrail ended with a "sorry, but we can only book Flexipass berths up to the end of March" and "we know nothing about what Serco has told you".

As it stands I have £1000 of Flexipass tickets and can't use them and the dates I want are being booked by other people through normal means....

Serco have said that they will be selling their own version of the Flexipass ticket from April on a years trial basis so I suggest people wait until then if they are thinking of buying it.

If anybody else has found out anything different please feel free to post here.

 

[yorkie]

I suggest you contact Passenger Focus. Let us know how you get on.

 

[NeilWatson]

ScotRail will refund unused components of the pass at a full pro-rata rate surely?

 

[rameses3]

Thanks for the link yorkie

That's what I thought NeilWatson, but when I asked them that yesterday they said no. Even when I explained the situation.

 

[najaB]

Thanks for the link yorkie

That's what I thought NeilWatson, but when I asked them that yesterday they said no. Even when I explained the situation.

The Terms and Conditions say that no cash refunds are available. To me, the fact that they specifically say 'cash' implies that they are refundable but probably in RTV's.

 

[bb21]

I agree that Passenger Focus will likely be your best bet in this case.

 

[CyrusWuff]

The Terms and Conditions say that no cash refunds are available. To me, the fact that they specifically say 'cash' implies that they are refundable but probably in RTV's.

The Flexipass information on the current ScotRail site explicitly states that NO refunds are available on Flexipasses. But if you've got an unused pack of 50 vouchers they can be credited against the purchase of a new 50 journey pass.

 

[najaB]

The Flexipass information on the current ScotRail site explicitly states that NO refunds are available on Flexipasses. But if you've got an unused pack of 50 vouchers they can be credited against the purchase of a new 50 journey pass.

Mmm... A contradiction between two sets of T&C's.... what a surprise. Not.

 

[janb]

The 50 pass is specifically Edinburgh - Glasgow.

In terms of the Sleeper flexipass its hard to find anything browsing SR site, however a google search returns
http://www.scotrail.co.uk/content/caledonian-sleeper-flexipass-other-information.html

"No refunds are available, however up to five unused Flexipass vouchers may be credited against the purchase of a new Flexipass."

 

[rameses3]

Thanks everyone for your help in this matter.

I phoned up Scotrail again last night in order to try the refund by Rail Voucher route. I spoke to a very nice lady called Teri who works in customer relations. She said that she would put in a written request to her senior managers/head office for a full refund and get back to me within 7 days. Previously I had just been told point blank that a refund wouldn't be possible. Tonight she called me back with the news that Scotrail would send me a full refund in the form of a cheque upon receipt of my unused tickets.

Just goes to show it's not always what you know (or don't) but who you talk to!